Enter Title

Call Flow

100

An agent must greet the customer within

5 seconds

200

Gains control of the call with

I can statement

300

Verification questions

UMI

Full name

Address

Date of birth 

400

Do you have to promote something during the call?

Promote self-service options like ibx.com

Call Handling

100

Hold requirements: 

Ask permission

Explain the reason

Wait for a response

Thank the caller

200

Hold Duration:

2 to 3 minutes for regular hold

5 minutes for extended hold 

300

True or false: All transfers must be cold transfers

False

400

When are cold transfers acceptable?

When AHOD

QA Criteria

100

To build rapport, the agent must:

Communicate in an upbeat, positive, willing to help and constructive manner

200

what are SPICES

Smile, Pace, Inflection, Calmly breath, Emphasize key words

300

Is "thank you for calling customer service. This is <name>. May I get your member ID?" an acceptable greeting? If no, give an example of a correct greeting

No

400

What does NCQA Pronoun Scripting refer to?

Avoids using gendered pronouns